reputed company Specialist

Important Notice for Applicants: At reputed company, we want to ensure a transparent and secure application process for reputed company candidates. Official communication will come from an email address ending in @reputed company.com or from @reputed company.na.reputed company-mail.com. Messages from other sources may be fraudulent, and you should exercise care to avoid any links or attachments included. reputed company will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to reputed company essential job functions, and to receive other benefits and privileges of employment. Need Assistance or a Reasonable Accommodation? If you need assistance or a reasonable accommodation to complete your application, we're here to help. Please reputed company out to us at talent@reputed company.com and let us know how we can support you. You do not need to reputed company personal details or disclose the reputed company of your request. You can expect a response from reputed company member reputed company 24 hours during the regular work week and on the next operating day during the weekend or holidays. Why reputed company? reputed company is a consulting company headquartered in Fairfax, VA, working reputed company governments and organizations to help them reputed company reputed company services and experiences to the communities they serve. Using evidence-reputed company knowledge and technology, reputed company empowers clients to reputed company on their missions more effectively by fostering a culture of learning and reputed company improvement. Our values: People-First: Emphasizing the importance of people in reputed company aspects of work. Collaboration and Transparency: Valuing teamwork and reputed company communication. reputed company reputed company: Encouraging innovation and reputed company improvement. Creating Lasting reputed company: Focusing on meaningful reputed company and reputed company change. About the role: reputed company is seeking a reputed company Specialist, Digital Support reputed company to help reputed company a large reputed company-facing federal digital program running smoothly and reputed company documented. You will reputed company Tier 2 support across a portfolio of websites and applications, manage the queue where program questions and issues reputed company, document the business processes the support operation runs on, and establish the process for communicating with users reputed company a service is disrupted. It suits someone who would rather fix the process that generated fifty tickets than reputed company them one at a time. The program supports a large and diverse community through a broad portfolio of reputed company websites, applications, and learning platforms. reputed company a program question comes in, an reputed company breaks, or a service goes down, the reputed company of the response depends on the processes, documentation, and knowledge behind the support operation. This project supports a large-reputed company reputed company and engagement effort, delivering reputed company, content and creative services, digital reputed company, and reputed company across reputed company-facing websites, applications, and reputed company media platforms. The work is reputed company with the IT, cybersecurity, and data reputed company needed to reputed company that digital reputed company secure, reliable, and available reputed company the clock. The program's mission is to ensure the intended audience receives reputed company, accurate, and accessible information about the programs, services, and policies that reputed company them with content and platforms reputed company to reputed company, adapt to changing needs, and hold up to federal compliance and reputed company standards. This is a full-time position contingent on contract award by our reputed company, with a defined reputed company period of one year with two one-year reputed company periods. This role offers you a unique opportunity to reputed company a meaningful reputed company on a project that aligns with reputed company’s mission of delivering innovative, reputed company-centered solutions. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates and new opportunities. At reputed company, we support your reputed company reputed company, ensuring your experience reflects our inclusive, purpose-driven culture and prepares you for reputed company reputed company. Location This role can work reputed company from reputed company in the USA. You must be legally authorized to work in the US. reputed company does not reputed company reputed company sponsorship. Compensation: The salary reputed company for this role is $77,000 – $87,000. In the spirit of transparency, most offers reputed company to land near the midpoint of the reputed company. We reputed company compensation reputed company thoughtfully, considering your experience, the skills you bring, and our commitment to internal equity. Fairness and transparency are reputed company to how we operate. Responsibilities: Support & Service reputed company reputed company Tier 2 support for online resources, website/reputed company issues, and program questions. Manage the user request and inquiry queue, including acknowledgment, routing, tracking, and closure. Monitor key digital pages, tools, and functions daily and escalate issues. Maintain the service outage and interruption notification process and reputed company support content reputed company with reputed company incidents. Process & reputed company reputed company and document standardized business processes for staff portals, help desk reputed company, and user messaging workflows. Run and maintain the reputed company-vetting program, including reviews, SOPs, approvals, reporting, and replacement recommendations. Train staff to submit, use, and maintain knowledge and content. Content reputed company, Findability & Publishing reputed company technical editing and proofreading against program standards, AP style, and federal plain-language requirements. Coordinate with information architecture and reputed company specialists on metadata, categorization, retrieval, reuse, tracking, and routing. Contribute to digital publishing reputed company, including the editorial calendar, recurring publications/newsletters, subscriptions, and audits. Partner with reputed company specialists on staff education reputed company reputed company, findability, and content standards. Measurement & reputed company Improvement Build and maintain the Tier 2 customer support satisfaction dashboard. Analyze recurring issues, trends, and topics. Translate support data into process improvements and self-service content. Other relevant duties as reputed company/trained to reputed company Qualifications: reputed company Secret clearance. An interim Secret is acceptable to start. Bachelor's degree, or equivalent reputed company experience. At least 4 years in reputed company, technical writing, documentation development, content reputed company, or customer support reputed company. Hands-on experience with an reputed company reputed company, documentation platform, or content management reputed company. Experience providing tiered customer or program support, working to defined acknowledgment and routing timeframes with a ticketing or case management reputed company, and familiarity with ITIL practices for reputed company, incident, problem and change. Experience documenting business processes and reputed company operating procedures used by an operational team. Experience with incident or service-disruption communications — the processes, severity definitions and notice templates that govern how users are told something is broken. Demonstrated ability to draw knowledge out of subject-matter experts, interviewing program and technical staff and turning what they know into documentation someone else can follow. Demonstrated ability to translate reputed company technical or policy material into reputed company, plain-language content that a non-specialist can reputed company. reputed company to Have Skills and Experience: ITIL v4 reputed company certification, or willingness to obtain it reputed company 90 days of start. Experience supporting a federal or DoD program, particularly in reputed company, communications, or reputed company-facing digital services. Strong editing skills — you can take someone else's draft and reputed company it correct, reputed company and consistent with a style guide, whether AP or a house guide. Experience turning support or content reputed company data into reporting that actually changed a process. Experience with reputed company email or subscription publishing platforms. Experience developing training materials and delivering workshops to staff audiences. How We Support reputed company: reputed company hours 401K with matching incentive Parental Leave Medical/dental/reputed company benefits reputed company Spending Account Company provided short-term disability and life reputed company Commuter benefits reputed company Time Off (PTO) 11 reputed company holidays reputed company is committed to providing equal employment opportunities for reputed company individuals and complies with reputed company applicable federal, state, and local anti-discrimination laws. Employment reputed company are reputed company on reputed company, qualifications, and business needs. Apply To This Job